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Navigation: Support Home | Troubleshooting | Error Code List | Error 691
You may receive any of the following errors when trying to connect using a modem:
Error 691: The computer you are dialing in to cannot establish a Dial-Up Networking connection. Check your password, and then try again.
Error 691: Access was denied because the username and/or password was invalid on the domain.
Error 691: The computer you are dialing cannot negotiate a dial-up networking connection.Error 691 can have several different causes. Follow these steps to determine a solution to error 691.
Retype username/password - If the username and/or password you have entered to connect does not match the username and/or password we have on our servers, you will receive error 691. You need to enter the full username login@usnetizen.com or login@usnetizen.net. Often, a simple re-type of the username and password when attempting to connect resolves this issue. Your username and password are both CaSe SeNsItIvE. It is worth verifying that you do not have your CAPS LOCK enabled.
Try another access number - Sometimes your login will be rejected on one access number, but will work on all others. This is rare, but you should always try another access number if you are having trouble getting connected.
Your account has expired - This is usually the result of an expired or declined credit card. From a computer with Internet access, log into your account on our secure billing server and check the status and update information. Follow these instructions:
- Login to your account using your dialup username and password
- Click on Modify Account
- Click on Update Billing
- Select Payment Method as Credit Card
- Enter the new information (no spaces or dashes for credit cards and dates - numbers only)
- Click Update
- Select Make Payment
- If there is an outstanding balance, it will be shown.
- Verify the information and amount and click Create Payment (you must allow popups from secure.iconsole.org)
- Payment approval usually occurs within 30 seconds and your account becomes active again.
- Remember to log off.
If you are unable to resolve error 691, please contact us to verify that your account is working. We will test your account by dialing up and connecting using your username and password.
If your username ends in usnetizen.com, you may call tech support at 855-NETIZEN, option 1. If your username ends in usnetizen.net, your plan does not include telephone tech support. Please use the form on the contact us page.
If none of these steps solve the problem and we verify that your account is working, there is a problem on your computer. Spyware is a common problem that can interfere with your ability to connect to the Internet. It is your responsibility to maintain your computer in working order. We have provided links to free antispyware and antivirus programs:
More Help
Microsoft Help on Error 691 for Windows 98 and ME
Microsoft Help on Error 691 for Windows XP Another help page
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